Petro Home Services

Our heater stopped functioning on Nov 27, 2023 and we called Petro who had done the maintenance on it before and replaced a motor two years ago. They were responsive and a technician came two days later. He worked for 3 hours without explaining what the problem was. Then said he needed to replace the motor. He fixed the problem and left without much explanation. Two days later a bill of $2500 came via email. No explanation, no break-down. I called 4 times over the last 20 days, spoke to 4 different reps and was promised that a supervisor will contact me with the bill details. Nothing happened. Irresponsible customer service and unprofessional behavior. They show all the symptoms of big, bureaucratic, and indifferent service company. I would not recommend Petro if you have options of more personalized services.

We recently had Walter Haley from Petro Home Services come to our home to do an annual service on our furnace. He explained to us that our chimney was a mess and that he had to shut the hot water off until we got it fixed, no problem. We just had the chimney fixed and Walter came back to finish the initial tune up and we couldn't be happier with his service. This is the 2nd year he has serviced our furnace and he even stayed to make sure the pressure didn't go to high. Walter is a fabulous person and a great face of Petro Home Services. We will be requesting him year after year. Also we are very pleased with Petro overall. Friendly, courteous and very helpful.

Oil delivery was sporadic and I ran out of oil completely several times in the past year. Annual maintenance used to be something they scheduled in the late summer, but now one has to chase them to get them to honor the contract. Customer service has very long wait times and I have found that the representatives were discourteous and even rude. After 40 years as a customer, I have cancelled their services.

I've been a customer for a number of years, but I think they've changed management. They always used to be so cordial when you called and they'd pick up within minutes of putting you on hold. Now it's at least a 15 minute wait before anyone picks up. Last fall I had an issue and they came out to check out. Quote me one price for that service then charged me double +. Scheduled two deliveries last winter and was running low. First one they said they'd be there within 3 days. They didn't show. Called again. Promised next day. Didn't show. Finally after a week and numerous calls I got a delivery. They also tried to charge me a late fee on payment. Unbelievable. I'm still considering my options.

Atlas Glen-mor I’ll give you the quick facts on Atlas Glen-mor if you have time please read the full history below. Facts • I used to pay a premium price for auto-refills. Despite this, Atlas Glen-mor let my tank run out of oil during the coldest week we have had in New England for years. • I was put on hold for 45 minutes each time I called Atlas Glen-mor (I had to call at least 8 times in the span of 24 hours). • Atlas Glen-mor didn’t care that I have two kids (ages 5 and 8) and that we had to leave our home because temperatures reached 31 F inside the house. • Atlas Glen-mor will not give you a time estimate when they will come to your house. Furthermore, they do not call the second phone number on file, if you don’t answer their first and only call to let you know they are coming to your house. • Our basement pipes froze and a pipe in my living room broke, due to my house not having heat for days during the coldest week in New England. I had to pay close to $1,000 for a plumber to come at 11pm Saturday night to fix my broken pipes. There is damage in my living room floor, basement ceiling and wall. All due to the fact that Atlas Glen-mor left me with no oil and “couldn’t” get me service on the same day. • Atlas Glen-mor never came to prime my system, I had to pay $200 for “emergency service” to another oil company that sent someone 2 hours after I called for help, while Atlas Glen-mor, my oil company for the past 8 years, didn’t send someone for over 48 hours. • Bottom line: as a result of Atlas Glen-mor’s incompetence and negligence, my kids and I had to leave our home for 4 full days and I had to spend thousands of dollars simply because Atlas Glen-mor let my tank run out of oil. Atlas Glen-mor has the worst customer service I have ever experienced. The Full Story On Tuesday January 02, 2018 I ran out of oil. After 45 minutes on hold waiting to speak to my oil company, Atlas Glen-mor, I was informed the earliest I could get service was Friday (2 days later). When I told them that I ran out of oil they, told me I was already in the schedule to get a refill on Wednesday. I want to emphasize: they agreed to an oil refill only because I was already on their schedule, not because they let my tank run out of oil or because I have two kids (5 and 8) and it was the coldest week in New England. Finally, Wednesday afternoon, a driver comes and fills up my tank, but to my surprise he doesn’t know how to prime it so now I had oil but still no heat. After another 45 minutes on hold, I was told the earliest they could come was Friday, even though I told them my kids and myself had to leave my house since temperatures had dropped too low to stay (31 F inside the house). I asked if they could give me a time frame on Friday, so I could make sure to be there, their answer was “NO, we will call you.” Then I asked: can you let me know 20 minutes before coming so I can make sure I get there? Their answer was “we will call you before going to your home” period. So, Wednesday night the kids and I had to leave our home, Friday morning comes and I get a message from my husband saying he has a missed call on his cell phone. Sure enough, it was the oil company—they didn’t call me, they called my husband. I rushed home only to have missed them by 10 minutes (according to my neighbor) so I called again and after 45 minutes on hold the lady tells me I missed the service visit and that now I had to wait until Monday to get someone to my house to prime. At this point I was crying on the phone, asking her why they called my husband’s cell phone and not mine, and if they didn’t get an answer why didn’t they call my cell phone if both numbers are on file. She replied “we don’t have time to call another number.” I started calling other oil companies around my area, to my surprise they all answered the phone on the spot—no waiting times. One company tells me they have an emergency service and they could come prime it that same afternoon and they would call me 20 – 25 minutes before coming so I would have enough time to get there. I am not their customer and they treated me 100% better than my oil company for the last 8 years. I had to pay them $200 for a service that’s included with my oil company, but at least I got my heat again Friday night. The house was so cold (31 F inside) that we couldn’t stay, we had to sleep out of our home another night. We came back Saturday afternoon to find that the pipes in my basement had frozen and a pipe in my living room broke. Now we have water in our living room, the basement ceiling broke and we have water in our finished basement too. We had to call a plumber that stayed with us until 2am Sunday, helping us repair and unfreeze our pipes. I had to pay him close to $1,000 and I still don’t know how much is the cost for all the damage to my basement ceiling and walls. In summary, during one of the coldest storms in NE history, every company apart from Atlas Glen-mor was trying to help people that were not even their loyal customers, while my company for the last 8 years treated me as an afterthought, and in the process caused thousands of dollars in damage to my house. THANK YOU Atlas Glen-mor for the worst customer service I have ever experienced.

Hold times on customer service lines were anywhere from 45 to 90 minutes, assuming you could get through and weren't disconnected and forced to call back and wait again. Once I got through, "customer service" reps were rude. I can understand stressed and busy, but rude and insulting is unacceptable. I have been a customer for years with automatic delivery that didn't get delivered. I am also disabled, which I verified is noted in their computer, yet fuel wasn't delivered and I ran out. I was given no guarantees as to when I would receive fuel, and I was told that I would have to pay a "service fee" to have my burner restarted after fuel was delivered!!! I also have a "service" contract for that burner. When fuel finally arrived, after I managed to get "emergency" service from another company who answered their phones in 60 SECONDS, was willing to deliver an emergency 10 gallons to carry us through the night, and provide a tech to start the burner to a non-customer, I was charged $3.999 per gallon for my fuel!! My neighbor was charged $2.89 from his regular company the same day and my mother-in-law was only charged $2.67. I can understand a BIT of difference in charge, but that was ridiculous!! The field staff is always pleasant and professional, but the customer service staff is sorely understaffed and under trained in "SERVICE." Delays and company issues can be explained politely, without arrogance and rudeness.

We have used Atlas Glen-Mor for over two years. Recently, our tank was running low. Normally, they come automatically to refill the tank. This time, I was concerned that we were going to run out before our next refill so I tried to call the company. I called for 5 straight days, often staying on hold for hours. I called every number on their website - sales, service, customer support - no answer. Eventually, when the tank reached empty, I started filling it myself with diesel until I could get another company to come out. I understand that they were stretched this because of the frigid weather, but this was just a total breakdown. If I hadn’t been able to fill the tank myself with a 5-gallon can and trips to the gas station, we would have lost heat when it was 10 degrees out. I still haven’t been able to get through to them to cancel my service.

I have been on an automatic-payment plan with this company for 25 years. Their service has been going downhill, but at no time more dramatically than tonight. After hearing on the TV news that customers were worried about their oil-tank levels pending a major snowstorm, I checked my own tank and found it almost empty. I've never had to check the tank before; Atlas Glen-mor has always delivered in a timely way. I frantically placed a call to their alleged 24/7 number: THEY KEPT ME ON HOLD FOR THREE HOURS AND THEN DISCONNECTED ME! I am probably going to run out of oil -- and therefore heat -- before they get to me, especially as they've made certain that no one can get through to them. Going to have to switch companies after this stressful experience is over. They shouldn't have let the tank run so low in the first place and should have provided customer service, ESPECIALLY under these weather conditions.

sucked they came later than promised

....

Fine, but expensive.

Their prices are great. They are customer service oriented. We stick with them because they are very reasonable. That's what attracts us to them. They are excellent. We've never has a problem with them. They are the best. They set the unit up in the house and it's an old house. They tell us what they've done. They are very professional and always available.

.

They were very good. They were excellent. I liked the guy and they did not over charge me. They did the job in a timely manner and I would use them again.

They spent over 4 hour and did a very thorough job. Total cost with 3 service plans was $304. The price did not include new air filters for the A\C. I was also nice that one person could clean and service both the Gas Heater and the A\C systems and complete the job in one visit.

They have been mine for the 34 years I have been here. You can give them all A's across. I would always use them. That is basically how I am. If someone is good at what they do I will continue to use them.

I have a contract with them for my furnace. They're great. I'm on a payment plan with them for the year. The price is excellent. They called me the day they were coming and we were just about out of oil.

We signed a one year contract to receive automatic oil delivery and it included a burner tune up and 24 hour service for the first year. They never cleaned or maintained our burner and tried to charge us $179 for the service protection. When I called to schedule my cleaning they Saif my contract was over (by 5 days) and was no longer entitled to the cleaning that they were supposed to do the previous year.

We have been using them since 1999. Ever since we have been in this house. It's automatic. They've taken good care of us. They've done a good job maintaining our equipment. There's been no reason to change. Good service. I have a service contract in case in the middle of the night on Sunday I realize there's no heat, they'll come. I have not done much in comparing the price as I should.

unknown

.

I get my oil through them. I also have their plan where it comes with 24x7 guaranteed maintenance. The labor is covered and many of the parts are covered. It also comes with one free annual boiler service. So they come and clean things out, tighten things, lubricate it and inspect it. The price was waived the first year, as part of a promotion to become a new customer. The standard rate is $199. To me, it has already been worth it. For example, the little motor on the boiler blew out and the heat shut off. They came out the same day and because I had that agreement, the actual replacement motor was covered and the labor was covered. So it would have been at least a few hundred dollars, for the service call and the motor, if not more and I didn't have to pay a dime. They were always late for their appointments, so much so that a couple of times, it was four hours after they were supposed to be there and I was like, "Listen, I can't keep waiting around at home." I'm fortunate because I work from home, but if I was someone else that took a long lunch or took time off, they would be probably pretty upset. Their responsiveness was not very good. Once they were here they did a good job and they were friendly and professional and worked well. The problem was getting them here on time.

Price of oil very high. Service technicians are very good.

unknown